Resource Library
APQC’s Resource Library is your source for timely and topical information to help you meet your most complex business process and knowledge management challenges. Explore our ever-growing collection of more than 5000 research-based best practices, benchmarks and metrics, case studies, and other valuable APQC content.
Looking for something specific?
Ask UsResource Results
-
Measure Spotlights|
Total cost to perform 'define customer management strategy' activities per $1,000 revenue
This measure calculates total annual cost to perform 'define customer management strategy' activities per $1,000 business entity revenue. Total cost is the sum of personnel …
-
Measure Spotlights|
Total cost to perform 'define customer management strategy' activities per sales order placed
This measure calculates total annual cost per sales order placed to perform 'define customer management strategy' activities. Total cost is the sum of personnel (compensation…
-
Measure Spotlights|
Average talk time in seconds, including agent hold time
This measure calculates the average talk time in seconds, including agent hold time. It is part of a set of Cycle Time measures that help companies analyze the duration of…
-
Measure Spotlights|
Forecast accuracy for long-term planning
This measure calculates forecast accuracy computed by workforce management software for long-term planning (three to six months advanced planning). This Process Efficiency…
-
Measure Spotlights|
Forecast accuracy for short-term planning
This measure calculates forecast accuracy computed by workforce management software for short-term planning (defined as 24 hours through four weeks advanced planning). This…
-
Measure Spotlights|
Number of FTEs that perform 'define customer management strategy' activities per $1 billion revenue
This measure calculates total number of full time equivalents (FTEs) who perform 'define customer management strategy' activities per $1 billion revenue. Defining the…
-
Measure Spotlights|
Number of FTEs that perform the customer service function per $1 billion revenue
This measure calculates the number of full-time equivalent employees (FTEs) per $1 billion revenue who are employed to perform the customer service function. It is part of a…
-
Measure Spotlights|
Customer attrition/churn rate (1-year)
This measure calculates the rate at which customers leave a company over the previous 12-month period. For example, if 5 out of 100 customers terminate service, the attrition…
-
Measure Spotlights|
Number of FTEs that perform the customer service function per business entity employee
This measure calculates number of full time equivalents (FTEs) that perform the function "manage customer service" per business entity employee. The Function "manage…
-
Measure Spotlights|
Customer retention rate (1-year)
-
Measure Spotlights|
Systems cost to perform 'define customer management strategy' activities per $100,000 revenue
This measure calculates systems cost to perform 'define customer management strategy' activities per $100,000 revenue. Systems cost refers to a variety of expenses related to…
-
Measure Spotlights|
Annual percentage change in number of retail customer complaints
This measure calculates annual percentage change in number of complaints. This Process Efficiency measure is intended to help companies minimize waste and refine resource…
-
Measure Spotlights|
Number of business entity employees per FTE that performs the process group "reward and retain employees"
This measure calculates the number of business entity employees per full-time equivalent (FTE) employee that performs the process group "reward and retain employees," which…
-
Measure Spotlights|
Call agent occupancy rate
This measure calculates agent occupancy rate by dividing total contact handling time and available time by total time at work. It is part of a set of Process Efficiency…
-
Measure Spotlights|
Call agent utilization rate
This measure calculates call agent utilization rate by dividing total annual contact handling time by the total annual agent full-time equivalent (FTE) employees' time worked…